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World Of Travel Insurance

Hi there, I’m Rosie, the Multi-Channel Marketing Apprentice at Freedom. Recently, I caught up with our Office Manager, Karl, to chat about some key aspects of travel insurance and how our team works together to improve our products and service. 

In this blog, I’ll be sharing highlights from our conversation.

Understanding Our Customers’ Demands and Needs

Karl emphasised that our primary goal is to ensure we arrange the most suitable travel cover for our customers. These days most insurance is sold online, and we spend a lot of time improving our website to make them as easy to use as possible. As well as this, we also have a UK-based contact centre where our team aim to support customers, many of whom would prefer to go through their needs with a human especially if their needs are complex.  Karl said that a recent update to the software we use has made it easier for our team to compare several products at once. So, whether the customer is looking for the best price or values other features such as the level of cover offered, the team are well placed to help. And if a customer is happy to arrange their cover on our website, they can still benefit from this improvement.  

How We Gather Feedback to Improve

We love hearing from our customers and one way we do this is by gathering their feedback through Feefo, our reviews platform. Only genuine customers can use this, and we invite reviews after purchase. Our customers tell us what’s working well and where we can do better. Some changes we have made as a result of customer feedback have included a ‘jargon buster’ that encouraged the team to use clearer language to describe our product features. We have also looked for ways to identify vulnerable customers and adapt our approach accordingly. In the near future, we are planning to make it easier for customers using our web chat to be transferred seamlessly to a team member. Karl hopes that listening carefully to the feedback we receive and reflecting it in the way we serve our customers will maintain our proud record of achieving the Feefo Platinum Service Award five years running!


Collaborating to make improvements

Karl emphasised how important it is that our team are involved in suggesting and implementing improvements in our UK contact centre. Every morning, just before the phone line open, our team gathers at a big whiteboard to consider the previous day’s performance. We look at how long customers had to wait (often it is just a few seconds), how long the calls took (we never rush our customers, but we also don’t want to keep them on the phone for any longer than necessary), and, of course, what we sold. If a product doesn’t seem very popular, we explore together why that might be and feed this back to our Operations Manager, Reece, so that he can discuss any issues with the Insurer.  Our team also have regular one-to-one meetings with Karl and there are plenty of group chats around the office – we have tried to create a space where everyone can share their ideas and thoughts. This teamwork helps us fine-tune everything from our call scripts, pre-recorded messages, and how we quote to the development of new systems. Roland, our Managing Director, advocates Continuous Improvement, and it is Karl’s challenge to ensure his team, who are closest to the customer and their experience, are empowered to suggest changes.

Strong Partnerships for Better Products

Karl mentioned that while our team plays a big role, bringing the best products to our customers also involves working closely with our managing agents who are the interface between us and our insurers, Allianz Worldwide Partners, an A-rated insurer. If our customers need any support, for example when making a claim, they may call us, and we work with the insurer to ensure that everyone is on the same page. Karl has a great relationship with managing agent’s underwriting team, and they’ll exchange messages several times per day.

Keeping Everyone in the Loop

Training is ongoing here, and Karl made it clear that keeping our staff’s knowledge up to date is a priority. Every team member has a dedicated slot each week to take time away from calls and work on their CPD – continuous professional development. Whenever there’s a change or a new feature, we make sure our team is well-briefed to ensure customers can benefit as soon as these become available. We also send out newsletters to our customers and keep them updated through our social platforms. Our latest initiative, short ‘explainer videos’, are intended to help the team and customers alike.  

It was a pleasure chatting with Karl and learning more about our work behind the scenes to improve our travel insurance services. By focusing on customer feedback, encouraging team collaboration, and keeping everyone informed, we continue to improve the experience for our customers.

Thanks for reading!

Rosie

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